Orlando, Fla. – 6/28/2005
Requests for assistance from stranded motorists with Internet access have increased by 87 percent in the first quarter of this year, over the same period last year, said AAA, the largest provider of roadside assistance in the country.
AAA is experiencing the highest volume ever for its online tool, Road Service OnlineР’В®, now in its fifth year. More than 11,300 requests for road service were handled by AAA during the first quarter of this year, compared to just over 6,000 during the same three months in 2004.
“The growth in numbers of requests coming from the Internet has been rapidly increasing,” said Margaret Pittelkow, managing director, AAA Road Service Network. “Our members are so accustomed to using the Internet at work and at home, that it seemed like the next logical step in providing members the best possible service. And it’s easy to log on if your vehicle breaks down while you are at home or at work, or happen to have a laptop with you.”
Since online requests for road service bypass busy call center operators and go straight to dispatchers, logging on for road service saves time. The process is equally efficient for AAA road service call center staff by reducing the number of telephone calls they receive and improving the road service experience for all involved.
To access AAA Road Service Online, users go to www.aaa.com and click on a link to the functionality. Then they fill out an electronic form with the same information they would provide over the phone. When the form is submitted a confirmation notice appears with an estimated time of arrival for the service provider.
AAA is the first roadside assistance provider in the country to accept requests for help online. AAA also was the first to use radio-dispatched tow trucks following World War II, and was an early adopter of terminals that could receive analog, and then digital, road service call information in the cab of tow vehicles. AAA pioneered road service delivery in 1915. As North America’s largest motoring and leisure travel organization, AAA provides more than 48 million members with travel, insurance, financial and automotive-related services. Since its founding in 1902, the not-for-profit, fully tax-paying AAA has been a leader and advocate for the safety and security of all travelers.
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